Job
Description
1. Main Mission The Software Customer Success Specialist (CSS) plays a central role in ensuring successful onboarding, adoption, and value realization across Schneider Electric s software portfolio (e.g., EcoStruxure Building Operation, Power Monitoring Expert, EcoStruxure Power Operation, Building Activate, Building Data Platform etc). The CSS ensures that customers achieve their expected business outcomes by guiding them through onboarding, usage, and expansion opportunities. This role operates in two distinct modes: Customer-Facing Execution: In countries or regions where Schneider Electric s software offers are newly introduced or still gaining traction, the CSS takes a proactive, hands-on role working directly with customers . Responsibilities include onboarding, success planning, product enablement, and renewal preparation. Enablement and Governance: In more mature regions, the CSS works as an internal enabler , supporting local Customer Success Managers and Sales teams. Responsibilities include building standardized playbooks , providing training , tracking KPIs , and ensuring consistent execution of success motions across countries. Where only a single SE software offer is deployed, the CSS will take on end-to-end CSM responsibilities for that customer. 2. Activities and Areas of Responsibility A. Customer-Facing Execution (Countries with developing offers) Lead software onboarding and adoption programs with direct customer involvement. Facilitate success planning sessions with customers, aligning outcomes to business objectives. Creating Customer Success Plans Deliver product enablement sessions and drive self-sufficiency in software usage. Monitor customer health scores, user engagement, and data trends via platforms like Totango. Identify at-risk customers and implement retention strategies. Actively promote expansion, upsell and cross-sell opportunities by showcasing value across portfolios, underutilized modules or integrated offers. Serve as an escalation point for customer concerns, working with support and product teams. B. Enablement Standardization (Countries where offers are establised) Develop and refine software-specific customer journey maps , onboarding checklists, and playbooks. Conduct regular training and coaching sessions for regional Customer Success Managers, Solution Architects, and Sales teams. Promote best practices in adoption, success planning, usage tracking, and KPI monitoring. Provide internal teams with insights on new software features and their positioning. Analyze adoption patterns and customer feedback to continuously improve success motions. Act as a governance lead to ensure customer success activities are consistently delivered and measured across all regions. 3. Main Interactions Customers : Direct engagement (developing markets), value realization, feedback collection. Local CSSs/ CSMs / Local Sales Teams : Training, playbook handoff, customer health reviews. Software Offer Managers / Product Teams : Feature alignment, feedback loops. Connected Services Hub (CSH) : Leverage remote monitoring and diagnostic capabilities where applicable. CS Operations / IT Teams : Tool adoption (Totango, Tableau), dashboarding, data hygiene. Technical Support Teams : Coordination on software issues or escalations. 4. Key Success Factors Strong expertise in Schneider Electric software offers and their application in buildings/energy environments. Ability to coach and enable others while also leading direct customer execution when needed. Ability to translate technical features into business value for customers Effective at using Customer success and analytics platforms to derive insights and guide actions. Skilled at scaling success strategies across countries while accounting for local nuances. Technically credible with a customer-first, outcome-oriented mindset. 5. Performance Measurement (KPIs) Customer Retention % Expansion opportunities identified Software onboarding and time-to-value metrics Adoption rates and usage growth. % Customer Success Plans created with Customers Customer Health Score Improvement Number of standardized playbooks and training delivered Community Call Engagement Customer satisfaction (NPS) 6. Education and Skills Bachelor s degree in Engineering, Information Systems, or other applicable experience. 4+ years of experience in Customer Success, Inside Sales, Technical Consulting, or training enablement Familiarity with Schneider Electric software (EBO, PME, EPO and other EcoStruxure products preferred). Experience using Totango, Tableau, Salesforce, or equivalent platforms. Exceptional communication skills with the ability to explain technical concepts to diverse audiences. Highly organized, self-driven, and adaptable to working across varied cultural and market contexts.
